Payments
Plan purchases, wallet top-ups, and image/video packs are all reviewed separately because they can fail for different reasons.
Case by case
AIDock Refund Policy
Refunds are handled case by case during the public beta. We do not promise automatic refunds for every purchase, but we do review real failures carefully when a payment, top-up, or pack purchase did not work as expected or the service could not deliver what was bought.
What we review
We may review a refund request when a checkout failed, a payment was charged but the product was not delivered, a wallet top-up did not arrive, or a pack purchase was not applied to the account. We also review edge cases where the wrong plan, pack, or amount was selected because the UI was unclear or a technical issue caused confusion.
When reviewing a case, we look at the payment state, provider logs, wallet history, and account state. That helps us separate a failed payment from a successful purchase that simply needs recovery.
How to request help
The fastest route is Telegram support. Send the account identifier, the approximate time of payment, the product you expected to receive, and a short description of what happened. Screenshots or receipts help us confirm the case faster.
If the issue is caused by our side, we try to fix or recover the purchase first. If a refund is appropriate, we process it manually after review.
Public beta
We keep the refund policy clear because the product is still in public beta and some flows may improve as the service stabilizes.
Transparency
If a payment is still pending, we usually try to confirm or recover it before refunding it. That avoids double charges and keeps the account history accurate.